[Archived by Dave Dyson on 9/30/21. The app publisher asked Zendesk to remove their app from our Apps Marketplace on September 19. 2021]
Triggers in Zendesk are powerful rules you define that run immediately after tickets are created or updated. By automatically performing actions when a ticket is created, triggers help you manage your workflow and improve your customer satisfaction.
But triggers need values available in your ticket, like a tag, and if you want to set a trigger based on a product from your Shopify store or a location managed in an SQL database, you need to be able to import that information into a ticket field.
This is where the app Elements Connect helps. Elements Connect allows you to make long lists of information available easily in ticket fields. You can add them to contact forms or widgets to save time by making ticket routing, based on data from your product catalog or database, automatic.
Let's set the scene
You are the owner of a shoe store with over 2000 shoe brands in your Shopify database and all products after sales are managed by different teams. Routing support requests are essential and require 100% accuracy.
Your current workflow requires you to:
Chat with the customer → End the chat → Open the chat transcript ticket→ Set the ticket fields in the ticket → finally, manually assigning the ticket to the right team to solve the ticket. This is long and time consuming.
However, with Elements Connect, you can create a more efficient and shorter workflow that looks like this:
Customer raises a Zendesk ticket through the portal widget → Customer selects the brand and product via custom fields in the form → Trigger on the custom field values → Automatically assign the ticket to the right agent group.
Elements Connect helps you bulk import and update ticket fields with data, like products from Shopify, so you can make that information available for triggers.
How to use custom fields and triggers to speed up incoming ticket triage
Import external data into ticket fields
Wish your Shopify database could be available in ticket fields? Elements Connect allows you easily import your Shopify database and make your product information available in Zendesk. This means you can have dynamic ticket fields that display, say, your shoe brands, with the models and sizes in the contact form customers use. If you change which brands or models you sell in Shopify, you can sync your ticket fields to your Shopify store to update the field values. As a result, you avoid manually updating ticket field values.
Configure triggers based on external data
You can automate your 1st level triage with triggers and automations based on your product catalog information. With your product catalog information available in custom fields your customer can use, you can allow your customers to select the shoe brand purchased in your chat widget, then automatically route the tickets to specific teams. You increase your work flow efficiency and reduce manual routing of tickets since agents don't need to read each ticket to see where to forward it.
Go further with your AI Chatbot
You can go further if you have an advanced chatbot. Chatbots that use AI can identify words in a chat from your client that correspond to ticket field values. You can then set the ticket field and automatically route the ticket to the correct agent or team.
Elements Connect gets your data, whether it's in your Shopify, Salesforce, or an SQL database and makes it available in ticket fields so you can use it for triggers or automation.
Need help implementing this example? You can read the full tutorial documentation and discover our other use cases.
Got any questions? don't hesitate to comment below.
Elements connect allows you import bulk data from your Shopify, Salesforce, or Oracle databases.
Check us out over the Zendesk Marketplace and start your free trial.
